Dutch Railways moves customer service to the cloud with NICE CXone
NICE (Nasdaq: NICE) has partnered with Dutch Railways to modernize how passengers get help and information. By moving to the cloud-based NICE CXone platform, Dutch Railways is simplifying customer interactions and sharpening day-to-day operations. The goal is clear: quicker answers, fewer handoffs, and a more seamless experience for travelers across the Netherlands.
Why Dutch Railways chose NICE CXone
Running on multiple legacy systems made it hard to deliver consistent performance. Dutch Railways needed one integrated solution to bring its operations together. They selected NICE CXone for its proven track record as an industry-leading platform that supports real, sustained improvements in customer service through digital transformation.
Streamlining operations with the right tools
With NICE CXone and NICE Workforce Management (WFM) in place, agents work more efficiently. Processes have been tuned so workloads are balanced—an ongoing focus that helps prevent bottlenecks and supports higher job satisfaction. Agents now handle a mix of voice calls and digital conversations in a single, coherent flow, which makes it easier to keep customers moving and informed.
Results from the move to the cloud
The early outcomes are encouraging. Dutch Railways reports lower contact center costs and higher customer satisfaction. These gains tie back to smarter distribution of work and the digital capabilities available in NICE CXone—practical changes that reduce friction for both customers and agents.
Voices from the team
Rene Klaassen, a business consultant at Dutch Railways, points to clear improvements since adopting NICE’s solutions. Centering the work on what customers need has streamlined the experience and energized agents. Together with NICE and BrightContact, the team expects to keep refining and elevating the service people receive.
Darren Rushworth, President of NICE International, welcomed the move to CXone and highlighted the strong initial results. He underscored how NICE technology equips organizations to deliver consistently great service—at scale and in the cloud.
About Dutch Railways
Nederlandse Spoorwegen (Dutch Railways) runs train services throughout the Netherlands and into neighboring countries. From regional routes to high-speed international connections, it keeps travelers moving with an emphasis on convenience and reliability.
About NICE
NICE helps organizations improve customer experiences around the world. Its cloud-native platform, CXone, lets companies connect with customers in flexible, modern ways. Over 25,000 clients, including many Fortune 100 companies, rely on NICE to turn every interaction into a useful, value-adding moment.
Frequently Asked Questions
What are Dutch Railways and NICE aiming to achieve together?
They’re upgrading customer service and day-to-day operations by moving Dutch Railways’ contact center to the NICE CXone cloud platform.
Has agent satisfaction changed since adopting NICE CXone?
Yes. With better workload balance and smoother processes, agents report higher satisfaction and can manage voice and digital channels more effectively.
What improvements has Dutch Railways seen so far?
They’ve seen lower contact center costs and higher satisfaction among both customers and agents, linked to balanced workloads and modern digital tools.
How are customer interactions being simplified?
By using cloud-based technology to unite calls and digital conversations, Dutch Railways can handle requests more quickly and consistently across channels.
Who else uses NICE for customer experience?
More than 25,000 organizations worldwide—including over 85 Fortune 100 companies—use NICE to strengthen how they engage with customers.
